Well, we will give you loads of hints and tips on the Revision Day associated with your ITIL training course but they benefit from repetition:
You’ll hear this said a million times (well maybe not that many, but you get the idea?
Read The Flippin’ Question.
Answer The Flippin’ Question: Answer the question that was asked, not the one you prepared your answer for, that wasn’t asked. Although it’s tough to hear you are not going to get a question asking you to write down everything you know about Problem Management!
Ronseal is the answer….you know, do exactly what it says on the tin!
Don’t forget the Case Study
Most questions in the ITIL managers exam are related to a cse study. If answers are related to a Case Study, remember to refer to it. The examiner wants to know if you can apply your service management knowledge to a given situation.
Focus and breadth
While bullet points are a quick and efficient method of scoring halfpoints, to score whole points usually requires that you make a benefit statement to support each bullet.
Examiners aren’t stupid … but assume they are!
Putting etc at the end of a list does not convince the examiner to give you a further mark.
To obtain full marks, ensure that you clearly link justifications to the points you make.
For example A CMDB will enhance Incident Management by providing accurate data to speed up incident resolution.
Take your work hat off…and put your ITIL Managers one on!
Even though you’ll be tempted to draw on your own life experience if it’s not ITIL conformant you could be heading for a fall! Use real life experience to demonstrate knowledge as long as it’s supports what you’ve learnt in the classroom.
It’s an ITIL ® examination
Use ITIL terminology and phrases.
Spend an amount of time on each part of an answer that is proportionate to the marks availabile.
Don’t leave your point in any doubt. Apply the So What? Test before the examiner does. Turn features / facts into benefits arising from your suggestions. E.g. Incident volumes will fall leading to increased Availability and satisfied Customers.
Bullets and White Space
White space is good, huge expanses of text with no clear breaks are not!
Use numbers or bullet points down the page, allowing you to return to fill in supporting statements as you recall them.
Plan your answers
Plans are good, at least if you run out of time you can submit your plan and you may get some marks. Look for clues in the wording of the question and give a framework to your answer. E.g. if asked for the issues with implementing a Problem Management process jot down the key steps of the process down and look for an issue for each feature that would mitigate the benefits
If asked, for example, for Pros and Cons list them side by side. Each Pro may make you realise a Con and vice versa.
Be precise in your interpretation of what is required. If asked for Benefits, give benefits, not issues. If asked for a report or a job description don’t list the process steps, create a report format if it is a report or list the responsibilities within the job description. These are some of our top exam tips, we can provide plenty more on your Course and Revision days.
What our students say….
“…Both ITIL trainers were good communicators. Both trainers were excellent. Encouraging and cajoling, but never bullying. Exactly the right balance of carrot and stick approach. Very professionally handled in all ways. Thank you. Very sensitive to delegates concern about exams.”
“As well as accepting my thanks can you please pass them on to Janet and everyone else at Sysop for the help in getting me through the exam – neither paper felt particularly good at the time so it’s a very pleasant surprise and not a bad way to start the day. I’ll probably stop smiling sometime next week!”
…then just get in touch. The Sysop team are always happy to help in discussing your training needs, exam assistance or giving advice regarding any aspect of ITIL Service Management
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